“Would give them 0 stars if possible. They are an ABSOLUTE JOKE. They use different pictures on products which is misrepresentation - a direct violation of consumer rights - and when you want to return products because of this, they with hold your money and refuse to organise collection. Then, when you wait in a three hour queue to speak to someone, when you try to resolve the issue and lodge an official complaint, they CLOSE THE CHAT ON YOU. Absolutely discussing company, poor quality products, and awful customer service representatives. DO NOT BUY FROM THEM.”
“Horrendous; no contact email just 95 waiting in online chat queue - faulty goods and only returnable if I PAY. Never ever again and a zero rating would be too much”
“If I could give this company a zero I would. Ordered a wash basin and vanity unit in white- the colour of basin and vanity unit didn’t even match. The sink was off white. Called for a refund. No damage done to sink or vanity unit. Took a photo and they refused to give refund because I had put tap in- hadn’t even connected water! Customer service was the rudest person I have ever spoken too. Go elsewhere!”
“ordered and paid for bath and fittings in jan told no problem as bathroom only being done in may, poned to bring forward delivery date and told not in stock till aug?????? after lots of phone calls, emails asking to speak to a manager and told no I was left so upset. Had to order different bath , smaller back to wall ,which I didn't want ,plus pay extra for it . no communication what so ever from them. It was a good job I phoned to change delivery date or when were they going to tell me !!!!! Very un professional service. Had my money and didn't care that I would not have a bath so the job would have had to stop and I would have been left till they came in. NOt acceptable.”
“Requested a design quote and completed the relevant forms. Received call from a design assistant who discussed requirements and promised design within 7 days with call back. Now a month later and no design or call back despite several emails chasing and no response to emails either. Won't be buying from a Company that doesn't value it's customers”
“Most hopeless. Got the different item I ordered.No invoice instead of
repeated requests. The phone keeps ringing for. 25 minutes.Do not
answer. Please do not buy anything from this hopeless merchant.”
“Ordered from the Orchard range and their dimensions are incorrect. Customer services requested some photos , they then said the photos were too blurry & couldn’t see the measurements. Now I have to wait for the technical team to investigate too !!! It’s a joke. I’ve been told that if I want to send it back , it will cost £50 & the goods won’t be picked up until the end of May. My refund won’t be honoured until the items are back in the warehouse, very quick to take our money though. DON’T BUY FROM THIS COMPANY. Ps Still waiting to talk to a manager .”
“if i could give 0 stars i would. sent me out the wrong part, took no responsibility for it, told me the replacement would be a maximum of 10 days. 21 days later i spoke to them again and it hadnt even been shipped. i asked for a refund at which point they terminated our chat and i had to chase around for it. awful service.”
“back in nov2019 i started a bathroom design and install with them, its now march and its been finished but to a very poor standard. they caused months and months of delays resulting in not being able to move into our house and being left in the lurch. their director Liz promises one thing then is a snake and says something else via email. PLEASE AVOID THEM!!
they caused a giant leak which resulted in me needing to get kitchen replastered, damage to walls, electrics and rest of the house.
they never call back when they promise they will, dont respond to emails, i only got action after speaking to citizens advice and sending a notice over declaring legal action
they are shockingly bad. even their installers get screwed over.
Crooks of a company!
now going through furniture ombudsman to get damages back.”
“Avoid this company with vengeance! Delayed refunding over £200.00 of items for over a month that hadn't even been delivered yet - had to have many telephone conversations and each time was promised lies! Remaining items were delivered, however decided to take back a stop plug as it was not needed and guess what? Never received a refund for that either, and it's been nearly a month again. AVOID THIS COMPANY, THEY WILL KEEP YOUR MONEY AND NOT REFUND YOU.”
“Ordered a bath tap on my trade account but plumber delayed by recent flooding to full refurb job....have refused to take the bath taps back even tho they are still in their boxes as they were delivered 21st Feb...ordered a new bath which came with taps thinking they would be reasonable and take the original taps back but no.....my customer is refusing to pay me for the taps and VC are refusing to take them back ....out of pocket £130...only word they can say is ‘no’...I have trade accounts across numerous suppliers who are generally very good in helping but not VC....will never use again even tho I have to install a wet room into another customer site ....”
“Never buy from these people. if your order is damaged or not correct it's a nightmare to return and you have to pay for the privilege.... we are still waiting for our refund of over 2 months. customer support is hopeless, half an hour on the phone just to speak to someone. shoddy throughout”
“Spoke to 3 different people on chat email and phone to cancel 1 item from a £1200 order this was 4 days before it was despatched... They still dispatched it.
I was Then told they had issued a refund and I will get it within 14 days. (14th day today) and still no refund.
Items Also came damaged (bent) with marks all over the shower panel trims.
Arranged collection of the extra shower board last Friday but no collection was made.
Terrible service
Certainly won’t be using again”
“Zero star rating is more well suited.
Ordered my 2 new bathrooms last week to arrive today at an agreed time of 10AM (email to confirm).
Had my bathrooms ripped out so been 2 days without any facilities.
Got home this morning at 8:40 to find they’d tried delivering at 8:35.
Spent 93 minutes on hold to have no one answer. Live chat said no agents available. Spoke to a useless member of staff via Facebook messenger to be told they had changed the delivery time to 8:43 with no courtesy message and the driver had tried making the delivery at 8:20 (still not the correct time!!!!)
To then be told I’d have to wait another 6 days for redelivery with no apology or compensation just a ‘you can cancel the order if you’d like to look elsewhere’
Absolutely hideous place. Wouldn’t recommend to anyone”
“Sink misshapen, toilet misshapen. Unable to seal leaks after 20 hours of trying. I engineered solutions to overcome the misshapeness of the sink, but because of all the leaks I managed to damage the toilet panel that houses the flush button as it is held on by two flimsy clips that fall off when you try to push on the flush unit. Spent £70 buying replacement parts and new cistern, which solved my leak problems. When I asked for a replacement part I was told they don’t do spare parts and I had to buy a new unit. Their Live chat system shut down after 2 minutes of inactivity even though the inactivity was at there end. So frustrated with them.”
“Place order. Order and delivery date confirmed by email day before. Received text morning of delivery with 2 hr time slot . Delivery never showed. Call VP . Was lied to was told they email me 20 minutes ago . They email after I had call . Saying my order didn’t come into their hub . Funny the day before they email saying order at their warehouse and will be with me soon . Then a text with a time slot . I have trade account. I have fitting bathrooms for 30 years a sales person even tried to tell how I should go about fitting a bathroom. But instead of getting my delivery sorted even I told the client is without a bathroom. You got to prepare a bathroom before you fit . Plastering tilling, pipes , lights extractor fan . You don’t refurbish a bathroom by taking a item out and putting one straight back in . I been ordering from VP many years . This not the first they have had delivery problems. They don’t care about customer. Or tradesman losing money. Poor business. I have once before stop ordering from and instead use soak . Basically same products . By the way VP trade will not answer”
“The bath and shower screen arrived 15 days post payment, however, the bath had some damage to a corner, therefore I requested a return. One phone call, 3 chat conversations and 10 days later I am still waiting for the item to be collected. The customer service is appalling. I have been informed that I must wait longer. The work on my bathroom is indefinitely on hold thanks to Victoria Plum. I will not be buying anything from this company again.”
“Was given broken fixings for a wall hung toilet but because my plumber fitted the toilet 30days after sale date, they refused to send a couple of fixing bolts”
“Bought a shower door prefitted in a frame. It was fixed and off level and had no adjustment. I sent photographs to show the issue, complained and requested a straight one, they replied saying it must be fitted wrong!! I would never use Victoria Plumb again based on this experience. Very unprofessional and not supportive.”
